OK, so you have read the marketing books about how to get traffic to your site and you've used some or all of what you've learnt. But what happens when they visit your site. Maybe they go on your mailing list, if you have one, maybe they buy or maybe they do nothing at all and never return. That's not many when you consider how much work you have to do to get them to your site. What are the tricks to increase your visitor to customer buying ratio without spending megabucks on sophisticated CRM customer relationship management solutions.
This report is about helping you to understand and implement the secrets of converting visitors to customers without spending megabucks. It makes you aware of the simple steps you can take to make your web business profitable. Observe how the phone is answered by everyone in your organization. It's not just the receptionist who answers the phone. Almost everyone has one on their desk. And, most of those people talk to internal or external customers. Telephone behavior sets customer expectations of your company's ability to help.
This Telephone Etiquette course provides the necessary guidelines to ensure a positive impact to all callers. Select this link or the book cover to preview and buy this book on Amazon. Email Etiquette for Business Know the differences between business and personal email etiquette.
Today email is a routine part of how we communicate and document much of what we do at work. With so many people using email for business purposes, some guidelines have been established to prevent poor manners, or misuse, from tarnishing business relationships. This ebook will help clarify the differences between business and personal email guidelines including confidentiality misconceptions, misuse of disclaimers, message structure, subject lines, emoticons, emojis, abbreviations and many other areas.
The purpose of this short eBook is to present 5 methods for establishing trust and rapport. The content is directed to sales, customer service, and others in the organization where working in a trusting environment is critical to the success of the organization. Four of the methods are life-skills and applicable to interactions with other people from family, friends, and acquaintances. Many misunderstandings leading to costly errors, arguments, and lost productivity occur because the person getting information, did not "actively listen.
Sometimes we think we know the answer before the other person completes the thought. When we get ahead of ourselves it's possible to miss some small but important piece of information that could change everything. Nordstrom has set the standard for customer happiness in the sea of its other department store competitors, so authors Robert Spector and BreAnne O. Reeves literally wrote the book on how they did it. Key insights from Nordstrom include empowering self-motivated employees to go the extra mile to make customers happy, to prioritize ease-of-use for your customers across every touchpoint they have with your brand, and to always think like the customer to build a customer-centric brand on every team and function within your business.
Authored by customer service thought leader Shep Hyken, this book offers seven practical strategies to improve customer happiness and loyalty, including cultivating partnership with customers, providing unique membership awards, and building community with customers.
This book is all steak and no sizzle, with tons of practical ideas and strategies supported by real-world examples that readers can take into work with them as soon as they read.
Author Jay Baer wrote Hug Your Haters for a modern customer service organization that isn't just built on the phone or email, but on social media and on messaging apps, too. Baer implores readers to build their customer service organization around these digital channels, where the majority of customers share their rave reviews -- as well as their complaints. In the book, Baer teaches readers how to handle your haters and your trolls, how to measure customer service productivity, the impacts of not addressing customer complaints, and how to use his frameworks for responding to customers complaints across a variety of online channels.
This policy, and the principles and foundations behind it, have built the brand a legion of loyal customers, and in this book, author Joseph Michelli explains how other brands can build a similarly memorable brand and customer experience -- using principles like "empower [employees] through trust," "leave a lasting footprint," and "define and refine [the experience you want customers to have].
Marketing mogul and author Gary Vaynerchuk regularly talks about the importance of communication in marketing -- and his philosophies extend to the customer service world, too.
In this book, Vaynerchuk writes that the era of small courtesies is returning to the business world, now that social media has enabled businesses to communicate more intimately across different channels.
He also writes that, if businesses don't pursue customer care and engagement, they'll lose business to their competitors. This book will make you think about how to use the power of technology to more effectively grow and scale relationships with customers around the world.
Author Nicholas Webb has some things to say about the current state of customer experience: "Let's face it: Today, most customer experience programs are a disaster. Webb things only businesses that offer "optimal" customer service will survive -- and that most businesses are a long way off from achieving that. The main reason, Webb argues, is because the technological innovations of the last few decades have made it easier for businesses to treat and review customers like data points, instead of treating them like real people.
Webb calls for reviewing each touchpoint a customer shares with your business, and evaluating what you can do, both online and offline, to improve each step of that experience. Optimizing each stage of the customer experience, instead of making broad-strokes changes, will satisfy individualistic customers who won't be satisfied by the bare minimum.
These books are about taking customer service to the next level -- into customer success. Once you've started solving your customers' problems and helping guide them toward other solutions and strategies for achieving their goals with your product or service, you can start building a customer success program -- one that helps your customers succeed so your business succeeds, and turns your happy customers into your loyal advocates and evangelists.
Authored by some of the pioneers of the customer success movement, this is the definitive book to read to get the lay of the customer success land -- focused squarely on improving customer loyalty, decreasing churn, and adapting to the advent of the subscription economy. The book focuses primarily on subscription-based, software-as-a-service SaaS businesses, but the principles and ideas they explore are relevant to any industry or business. A key concept that's explored again and again is customer loyalty -- and specifically, behavioral vs.
Attitudinal loyalty, the authors explain, is loyalty when customers love a particular brand or product, and it's ideal -- but difficult to achieve. And like the NPS , the ideas originally published by Reichheld back in are some of the most widely-shared beliefs in the customer service and success spaces today.
Chief among his findings and arguments include the finding that loyal customers are cheaper to service than non-loyal customers, that loyal customers are typically more willing to pay higher prices because of their satisfaction with the brand and the products, and that loyal customers are valuable marketing agents, as their recommendations to friends and family provide free referral business.
Author Jeanne Bliss is a thought leader on the role of customer leadership -- like the Chief Customer Officer, for example. One email per month. No strings attached. Designing a killer FAQ page is tough stuff. Luckily, we discuss here 10 design ideas to inspire you. Go for them and decide whether you have to rethink your own page layout. Knowledge is power! We show all the knowledge management system examples there are on the market today, how you can harmonize information across your company and bring power to your customers.
Life is changing, so are the tendencies that brands should follow. Check if your business is ready for these 8 customer service trends that are coming this year. Your email address will not be published. This site uses Akismet to reduce spam. Learn how your comment data is processed. Skip to content Home Comparison Intercom alternative Zendesk alternative. Oct 07, 8 min read. Want to know how to build effective customer support processes that nurture loyalty and foster brand advocates?
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